Hollowmere Care Group / BG-Demo – Onboarding
Callcompleted
Hollowmere Care Group · 17 Jun 2026 09:45
Onboarding call on 17 Jun 2026 with Josh Fairburn. Interest in the brain is growing and Josh says it is going better than expected. A connector issue was a permissions fix. Only one admin exists and the rollout is staged.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 17 Jun 2026 with Josh Fairburn. Interest in the brain is growing and Josh says it is going better than expected. A connector issue was a permissions fix. Only one admin exists and the rollout is staged.
What happened: Hamza Akhtar walked Josh Fairburn through connector status. The family contact log was amber after a stalled first run, traced to a service account permission on the export, now widened.
Customer view: Josh reports that everyone is suddenly interested in the brain. He says the onboarding is going better than he expected.
Commercial: The licence has one hundred and seventy users and only a first wave is invited, so there is headroom. Hamza advised starting with home managers and the quality team, and booking single sign-on before the wider rollout.
Watch: Josh is effectively the only admin, which is a key-person risk. He is considering an IT colleague as a second admin.
Themes
As at Fri 9 Oct 2026Theme
onboarding rollout and admins
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Josh sends the home name list and the list of loud homes in the North East.
- Hamza sends an IT checklist today and the team watches the family contact log refresh that night and the next day.
- Josh decides on a second admin and books single sign-on with his IT colleague.
Risks
As at Fri 9 Oct 2026- Josh is effectively the only admin, so nobody else can fix a connector if he is away or moves on.
- The family contact log connector is still being watched after a stalled first run.
- The home name mapping across systems is not finished, so training is waiting on it.
Opportunities
As at Fri 9 Oct 2026- With one hundred and seventy licensed users and a first wave only, there is room to widen use to home managers and the quality team.
- Single sign-on before the wider rollout would deepen adoption on the Enterprise tier.
Transcript
Hamza AkhtarMorning Josh, can you hear me alright?
Josh FairburnYeah, loud and clear. Morning. Sorry, give me a second, I'm just closing a spreadsheet that's been open since Monday.- Hamza AkhtarNo rush. How's the week been?
- Josh FairburnBusy. Everyone's suddenly interested in the brain, which is good, but my inbox doesn't agree.
- Hamza AkhtarHa, that's the sort of problem we like. So today I thought we'd go through where the connectors are, who's been invited, and what's still on your list. Does that match what you had?
- Josh FairburnPretty much. I also wanted to ask about the admin side, because at the moment it's basically just me and I don't love that.
- Hamza AkhtarFair. We'll come to that. Let me share my screen first so we're looking at the same thing. Give me a moment.
- Hamza AkhtarRight, you should see the connector page. Green ones are loading nightly, amber is configured but hasn't completed a full run, and anything grey is still to be set up.
- Josh FairburnOkay, so most of it's green. The family contact log is the amber one, isn't it?
- Hamza AkhtarThat's the one. It's loading, but the first full run stopped part way through. That's what your ticket was about, the high priority one.
- Josh FairburnYeah, I raised it because I thought we'd broken something on our side. Turns out it was a permissions thing on the export?
- Hamza AkhtarMm, the service account could see some homes but not all of them. Once your IT colleague widened it, the run picked up. I'd like to watch tonight's refresh before I call it closed, though.
- Josh FairburnSure. I'll keep an eye on it tomorrow as well. Is there a way I can see it myself without asking you?
- Hamza AkhtarYes, and that's worth showing you now. Click the connector name and then run history. Each run shows records read and records indexed, and if the number sits flat for a few days that's the brain going stale, even if nobody's complained.
- Josh FairburnRight, so flat is the thing to watch, not low.
- Hamza AkhtarExactly. Trajectory over level. Now, the incidents feed and the fee invoices both look healthy. Per home, the mapping is where I'd like your eyes.
- Josh FairburnYeah, so about forty homes, and a few of them are known by two names in different systems. Historic stuff. I've got a list.
- Hamza AkhtarBrilliant, send me that list and I'll build the mapping table with you rather than guessing. Better you decide which name wins than us.
- Josh FairburnWill do. Can I ask about users? We've got a licence for one hundred and seventy, and I've invited a first wave, but I'm not sure who should be next.
- Hamza AkhtarYes, the licensed users figure is one hundred and seventy, so there's loads of headroom. My suggestion is don't open the floodgates. Start with the people who ask commissioner and family questions every week, home managers and the quality team, and let them tell the others.
- Josh FairburnThat's roughly what Natasha said too. Start with the homes that shout loudest, her words.
- Hamza AkhtarHa, sensible. So who are the loud homes?
- Josh FairburnA handful in the North East. Lots of incident reports, lots of calls from families. I'll pull the names.
- Hamza AkhtarWhile you do that, I'll set up a group in the admin console so you can invite them in one go. See, here, you add the email addresses and pick the role. User is fine for nearly everyone.
- Josh FairburnOkay, that's easy enough. And the admin thing, can I make a second person an admin?
- Hamza AkhtarYou can, and I'd recommend it. If you're away or you move on, nobody can fix a connector. Pick someone technical enough to read a run history, not necessarily a data person.
- Josh FairburnHmm. I'll have a think. There's someone in IT who might want it.
- Hamza AkhtarGood. Since you're on Enterprise, single sign-on is also part of the plan. It'd save people another password. Do you want to book that in with your IT colleague?
- Josh FairburnYes please. I'd rather do it before the wider rollout than after.
- Hamza AkhtarThen that's the plan. I'll send a short checklist for the IT side today. You send me the home name list and the loud homes list. We watch the family contact log tonight and tomorrow.
- Josh FairburnAnd training for the quality team?
- Hamza AkhtarNext call. Let's get the mapping done first so the training uses real homes. Anything else on your mind?
- Josh FairburnNo, that's good. Thanks Hamza, this is going better than I expected, to be honest.
- Hamza AkhtarGlad to hear it. Speak soon, Josh.
- Hamza AkhtarSorry, Josh, still there? The recording's been running while we worked through the mapping table. That's the last of it, I think. Cheers, bye for now.
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